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ACF 465 INTERNATIONAL TRADE FINANCE 2017.pdfKwekuJnrThis document provides an overview of an international trade finance course. The course aims to help students understand international trade concepts including finance, foreign exchange, and support services provided by financial institutions. It covers topics such as methods of payment, letters of credit, export and import financing, and the foreign exchange market. The course objectives are to help students appreciate the role of banks in trade and gain understanding of various trade terms, documentation, and facilities. It will be graded based on continuous assessment and an end of semester exam. Recommended reading materials are also provided.
AMITHYA HOTELS & RESORTS POLICIES & PROCEDURES STANDARD OPERATING PROCEDUREDulini2The document outlines the policies and procedures for purchasing at Amithya Hotels & Resorts. It details the roles and responsibilities of the purchasing department to ensure best value, quality standards are met, and that goods are ordered according to hotel specifications. The procedures cover the requisition, tender, and ordering processes. It also provides guidelines for supplier selection and evaluation, price controls, and regular meetings to review purchasing activities and reports. The goal is to obtain competitive prices while maintaining quality, food safety, and compliance with company policies.
2. vission and mission foKementerian Pengajian TinggiThe document outlines the organizational structure and operations of a hotel, including defining their mission to provide outstanding services to guests, employees, and owners. It describes the goals, strategies, tactics, and different departments in a hotel, as well as the front office operations of reservations, registration, accounting, night audit, and check-out processes. The organizational chart classifies departments by revenue generation and guest interaction to most efficiently achieve the hotel's mission.
Chapter 3 front office praticeUUMThis document provides guidance on proper telephone handling techniques for front office staff. It discusses answering calls promptly, using a polite greeting that identifies yourself, speaking in an appropriate tone, asking the caller's name, practicing active listening, and ending calls courteously. The document also provides tips for different types of calls, such as internal calls, external calls, transferring calls, and putting callers on hold. Front office staff are advised to always be respectful and avoid distractions when handling phone calls.
Service designzaynabhassanshah1. Service design involves determining the components of a service including physical resources, goods consumed, and explicit and implicit services.
2. Key aspects of service design include the degree of customer contact and involvement as well as variability in service requirements.
3. Service blueprinting is a tool used in service design to describe and analyze a proposed service delivery system by identifying customer and employee actions and support activities.
Be Yourself - Authenticity - Personal BrandingWilliam ArrudaAuthenticity is critical to successful personal branding. This presentation shares quips and quotes on the topic of being yourself.
Plutus card payment processing solutionsingularityinPlutus – a Point-of-Sale credit/debit data capture and authorization software for Windows™ and Linux based PCs and POS systems. Plutus utilizes existing PC equipment and infrastructure to bring credit card processing functionality to the merchant’s Electronic Cash Register.
Letter of Credit - Complete Presentation - (Bcom-Mcom-BBA-MBA-BS)Millat AfridiA letter of credit (LC), also known as a documentary credit or bankers commercial credit, is a payment mechanism used in international trade to provide an economic guarantee from a creditworthy bank to an exporter of goods. A letter of credit is extremely common within international trade and goods delivery, where the reliability of contracting parties cannot be readily and easily determined. Its economic effect is to introduce a bank as underwriting the credit risk of the buyer paying the seller for goods.
Trade finance instrumentskostamiThe document describes several trade finance instruments: cash in advance, letters of credit, documentary collections, bank guarantees, bills of exchange. It provides details on each: cash in advance avoids credit risk but is least attractive to buyers; letters of credit provide secure payment if terms are met; documentary collections use banks to collect payment in exchange for documents; bank guarantees ensure debt payments if the debtor fails; bills of exchange are written orders to pay a fixed sum at a future date. It also compares letters of credit to bank guarantees, noting letters of credit transfer funds after conditions are met while bank guarantees only pay if the opposing party does not meet obligations.
Elements of logistics & supply chainAmit KulkarniLogistics and supply chain management involves planning, implementing, and controlling the efficient flow of goods, services, and information from suppliers to customers. Key activities include order processing, inventory management, materials planning, warehousing, and transportation. The objectives are to meet customer service standards, reduce costs and cycle times. Integrated supply networks involving partnerships between companies have been predicted to improve information sharing, decision making, collaboration and speed of execution. Third and fourth party logistics providers offer outsourced services to manage portions of companies' supply chains. Global logistics requires coordination of product and information flows internationally while addressing issues like transportation costs, integration across cultures and customer service consistency.
Core bankingVishal Singla (Agile Practitioner, Senior Scrum Master)This document provides an overview of core banking presented by P.R. Kulkarni, Managing Director of Fluent Consultants Pvt. Ltd. It defines core banking as connecting branch computers to a central computer at a data center to record all branch transactions in real-time at a single location. The document outlines numerous advantages of core banking for banks, customers, branches and various bank departments. It also discusses components, software selection, hardware selection, data center requirements, connectivity, security considerations, costs and risks of implementing a core banking system.
Stragetic Sourcing Examplesgxg0703The document discusses two strategic sourcing examples that provided high customer value:
1. Sourcing antiperspirant salt from China through a supplier's new plant. This saved $1.05 million annually and established a long-term strategic supplier.
2. Toll buying silicone feedstock from a supplier and shipping to a converter to produce emulsions. This introduced competition and saved $400,000 annually. Both created ongoing value through competitive pricing and security of supply.
Presentation On 7 Steps To Effective Credit ControlmorgangfmThe document provides 7 tips for effective credit management: 1) Control who gets credit by assessing risk through credit checks and setting limits. 2) Have a clear credit policy detailing terms, collection processes, and invoice formats. 3) Build rapport with customers through regular communication and visits to maintain ongoing relationships. 4) Ensure the right staff and resources are in place to handle customer service and credit monitoring responsibilities. 5) Establish a consistent procedure for addressing payment queries quickly. 6) Communicate any issues promptly that could impact payments. 7) Generate monthly performance reports including aged debt, KPIs, cash flow forecasts, top customer details, and outstanding queries for close review.
Customer care :customer serviceMakhluk HasanZiauddin Sawlet Ghani presented on customer service as customer expectation. There are five stages in the customer lifecycle: acquire, develop, inspire, retain, and reach. Quality customer service and knowing customers are keys to satisfaction. Customers expect warm reception, friendly behavior, attention to issues, listening with patience, and accurate information. Loyal customers are satisfied customers who will return and provide free advertising. It is important to retain existing customers through regular check-ins rather than just focusing on new customers. Customer service principles include supporting customers as a team, listening to customers, being personable, being honest, being empathetic, knowing products, and making every second count. Key customer service skills for employees are patience
Transaction Banking_Overview_Rajkumar.pdfrajchessy7The presentation starts with an overview on Transaction Banking products. It describes some innovations and best practices in the industry globally. Finally, it compares the major banking players and their maturity level in providing transaction banking services in Oman.
Bank depositsAnjali JalanThis document discusses bank deposits, including the types of deposits, factors that affect deposits, and measures to increase deposits. It also covers pricing deposits, "Know Your Customer" guidelines for opening accounts, deposit insurance, and non-deposit sources of funds for banks.
Letter of Credit (LC) PresentationPuneet HarjaniThe document provides an overview of letters of credit (LC), including:
- Definition of an LC as a written instrument from a bank promising payment to an exporter for goods if documents are presented as stipulated.
- Key parties in an LC transaction including applicant, beneficiary, issuing bank, advising bank, confirming bank, and negotiating bank.
- The basic mechanism of an LC transaction with 9 steps from contract to goods delivery and payment.
- Additional details on confirmed LCs and how the LC process works in practice.
Relationship of types of evidence to audit objectivesAshleigh Vonne DugayThis document discusses various types of audit evidence and how they relate to audit objectives. It provides examples of different types of assets, liabilities, equity, and other information that can be confirmed through external parties like banks, customers, insurance companies, and legal counsel. It also discusses positive and negative accounts receivable confirmations, representation letters, and how to obtain evidence regarding accounting estimates, related party transactions, and compliance with bond indenture agreements.
Chapter 8: Front Office AccountingNicole Hay-WaltersThis document discusses front office accounting fundamentals and processes. It covers topics like creating and maintaining front office accounts, folios, vouchers, points of sale, and ledgers. Specifically, it describes how front office accounts are created for guests and non-guests during check-in and reservations. It also explains how transactions are recorded on folios to track charges and payments. The document highlights how automated systems now integrate these front office accounting functions.
Handling Guest ComplaintsDEEPAN ROYThe document discusses handling guest complaints. It notes that guest complaints can arise due to unmet expectations, broken promises, rudeness, or lack of attention to the customer. There are four types of complaints: mechanical, attitudinal, service-related, and unusual. The basic rules for handling complaints are to acknowledge the complaint by listening with empathy, maintain eye contact, stay calm and patient, apologize without making excuses, offer solutions without fake promises, inform the guest of timelines, own the problem and act to fix it, follow up, and ensure guest satisfaction.
10 Must Have Features In Your Outbound Call CenterNaina RajputOutbound call centers are responsible for making calls. They provide support and engage customers towards the product or service. So it is necessary to have advanced features to build a better customer experience. Here are some must-have features of an outbound call center.
Service quality & productivityKeval GoyaniThis document discusses various perspectives on defining and measuring service quality. It begins by outlining four common definitions of quality: product-based, user-based, manufacturing-based, and value-based. It then describes two categories of service quality - internal and external quality. Several frameworks for measuring dimensions of service quality are presented, including the eight dimensions identified by David Garvin and the SERVQUAL model developed by Parasuraman, Zeithmal and Berry. The document also discusses tools for collecting customer feedback and analyzing service quality problems.
Introduction to retail bankingKartik JainRetail banking provides banking services to individuals through local branches of large commercial banks. Services offered include savings and checking accounts, mortgages, personal loans, debit cards, and credit cards. Retail banks deal with individual customers and small businesses by handling deposits, loans, and other transactions.
Turning Customer Complaints into LoyaltyChristophe PelletierThis document outlines a 5-step approach to turning customer complaints into loyalty. The steps are: 1) Review the current complaint situation; 2) Identify areas for improvement; 3) Define actions and procedures; 4) Implement the plan; and 5) Follow up. The goal is to understand customer problems, avoid conflict, and find acceptable solutions in order to create conditions for future sales. Complaints contain valuable feedback and are an opportunity to improve and keep customers satisfied.
Sales collection business processRitecitThis document discusses the sales/collection business process, including how it fits within an enterprise's value system and value chain. It examines the typical events, resources, agents, and relationships involved in the revenue cycle using the REA accounting model. Finally, it provides examples of different types of queries that could be used to extract useful information from a database implementing this business process.
Alhuda CIBE - Presentation on Diminishing MusharakahAlhuda Centre of Islamic Banking & EconomicsThe document discusses Diminishing Musharakah, an Islamic financing structure used for home and asset financing. It provides an overview of the structure, including that it involves a joint ownership partnership between the bank and customer that diminishes as the customer gradually purchases the bank's share of the asset. The presentation outlines the basic transaction structure, applicable Shariah principles, documentation requirements, and provides an illustrative example of the financing process. It also addresses some frequently asked questions about Diminishing Musharakah and how it differs from conventional mortgages.
Letter of Credit - Complete Presentation - (Bcom-Mcom-BBA-MBA-BS)Millat AfridiA letter of credit (LC), also known as a documentary credit or bankers commercial credit, is a payment mechanism used in international trade to provide an economic guarantee from a creditworthy bank to an exporter of goods. A letter of credit is extremely common within international trade and goods delivery, where the reliability of contracting parties cannot be readily and easily determined. Its economic effect is to introduce a bank as underwriting the credit risk of the buyer paying the seller for goods.
Trade finance instrumentskostamiThe document describes several trade finance instruments: cash in advance, letters of credit, documentary collections, bank guarantees, bills of exchange. It provides details on each: cash in advance avoids credit risk but is least attractive to buyers; letters of credit provide secure payment if terms are met; documentary collections use banks to collect payment in exchange for documents; bank guarantees ensure debt payments if the debtor fails; bills of exchange are written orders to pay a fixed sum at a future date. It also compares letters of credit to bank guarantees, noting letters of credit transfer funds after conditions are met while bank guarantees only pay if the opposing party does not meet obligations.
Elements of logistics & supply chainAmit KulkarniLogistics and supply chain management involves planning, implementing, and controlling the efficient flow of goods, services, and information from suppliers to customers. Key activities include order processing, inventory management, materials planning, warehousing, and transportation. The objectives are to meet customer service standards, reduce costs and cycle times. Integrated supply networks involving partnerships between companies have been predicted to improve information sharing, decision making, collaboration and speed of execution. Third and fourth party logistics providers offer outsourced services to manage portions of companies' supply chains. Global logistics requires coordination of product and information flows internationally while addressing issues like transportation costs, integration across cultures and customer service consistency.
Core bankingVishal Singla (Agile Practitioner, Senior Scrum Master)This document provides an overview of core banking presented by P.R. Kulkarni, Managing Director of Fluent Consultants Pvt. Ltd. It defines core banking as connecting branch computers to a central computer at a data center to record all branch transactions in real-time at a single location. The document outlines numerous advantages of core banking for banks, customers, branches and various bank departments. It also discusses components, software selection, hardware selection, data center requirements, connectivity, security considerations, costs and risks of implementing a core banking system.
Stragetic Sourcing Examplesgxg0703The document discusses two strategic sourcing examples that provided high customer value:
1. Sourcing antiperspirant salt from China through a supplier's new plant. This saved $1.05 million annually and established a long-term strategic supplier.
2. Toll buying silicone feedstock from a supplier and shipping to a converter to produce emulsions. This introduced competition and saved $400,000 annually. Both created ongoing value through competitive pricing and security of supply.
Presentation On 7 Steps To Effective Credit ControlmorgangfmThe document provides 7 tips for effective credit management: 1) Control who gets credit by assessing risk through credit checks and setting limits. 2) Have a clear credit policy detailing terms, collection processes, and invoice formats. 3) Build rapport with customers through regular communication and visits to maintain ongoing relationships. 4) Ensure the right staff and resources are in place to handle customer service and credit monitoring responsibilities. 5) Establish a consistent procedure for addressing payment queries quickly. 6) Communicate any issues promptly that could impact payments. 7) Generate monthly performance reports including aged debt, KPIs, cash flow forecasts, top customer details, and outstanding queries for close review.
Customer care :customer serviceMakhluk HasanZiauddin Sawlet Ghani presented on customer service as customer expectation. There are five stages in the customer lifecycle: acquire, develop, inspire, retain, and reach. Quality customer service and knowing customers are keys to satisfaction. Customers expect warm reception, friendly behavior, attention to issues, listening with patience, and accurate information. Loyal customers are satisfied customers who will return and provide free advertising. It is important to retain existing customers through regular check-ins rather than just focusing on new customers. Customer service principles include supporting customers as a team, listening to customers, being personable, being honest, being empathetic, knowing products, and making every second count. Key customer service skills for employees are patience
Transaction Banking_Overview_Rajkumar.pdfrajchessy7The presentation starts with an overview on Transaction Banking products. It describes some innovations and best practices in the industry globally. Finally, it compares the major banking players and their maturity level in providing transaction banking services in Oman.
Bank depositsAnjali JalanThis document discusses bank deposits, including the types of deposits, factors that affect deposits, and measures to increase deposits. It also covers pricing deposits, "Know Your Customer" guidelines for opening accounts, deposit insurance, and non-deposit sources of funds for banks.
Letter of Credit (LC) PresentationPuneet HarjaniThe document provides an overview of letters of credit (LC), including:
- Definition of an LC as a written instrument from a bank promising payment to an exporter for goods if documents are presented as stipulated.
- Key parties in an LC transaction including applicant, beneficiary, issuing bank, advising bank, confirming bank, and negotiating bank.
- The basic mechanism of an LC transaction with 9 steps from contract to goods delivery and payment.
- Additional details on confirmed LCs and how the LC process works in practice.
Relationship of types of evidence to audit objectivesAshleigh Vonne DugayThis document discusses various types of audit evidence and how they relate to audit objectives. It provides examples of different types of assets, liabilities, equity, and other information that can be confirmed through external parties like banks, customers, insurance companies, and legal counsel. It also discusses positive and negative accounts receivable confirmations, representation letters, and how to obtain evidence regarding accounting estimates, related party transactions, and compliance with bond indenture agreements.
Chapter 8: Front Office AccountingNicole Hay-WaltersThis document discusses front office accounting fundamentals and processes. It covers topics like creating and maintaining front office accounts, folios, vouchers, points of sale, and ledgers. Specifically, it describes how front office accounts are created for guests and non-guests during check-in and reservations. It also explains how transactions are recorded on folios to track charges and payments. The document highlights how automated systems now integrate these front office accounting functions.
Handling Guest ComplaintsDEEPAN ROYThe document discusses handling guest complaints. It notes that guest complaints can arise due to unmet expectations, broken promises, rudeness, or lack of attention to the customer. There are four types of complaints: mechanical, attitudinal, service-related, and unusual. The basic rules for handling complaints are to acknowledge the complaint by listening with empathy, maintain eye contact, stay calm and patient, apologize without making excuses, offer solutions without fake promises, inform the guest of timelines, own the problem and act to fix it, follow up, and ensure guest satisfaction.
10 Must Have Features In Your Outbound Call CenterNaina RajputOutbound call centers are responsible for making calls. They provide support and engage customers towards the product or service. So it is necessary to have advanced features to build a better customer experience. Here are some must-have features of an outbound call center.
Service quality & productivityKeval GoyaniThis document discusses various perspectives on defining and measuring service quality. It begins by outlining four common definitions of quality: product-based, user-based, manufacturing-based, and value-based. It then describes two categories of service quality - internal and external quality. Several frameworks for measuring dimensions of service quality are presented, including the eight dimensions identified by David Garvin and the SERVQUAL model developed by Parasuraman, Zeithmal and Berry. The document also discusses tools for collecting customer feedback and analyzing service quality problems.
Introduction to retail bankingKartik JainRetail banking provides banking services to individuals through local branches of large commercial banks. Services offered include savings and checking accounts, mortgages, personal loans, debit cards, and credit cards. Retail banks deal with individual customers and small businesses by handling deposits, loans, and other transactions.
Turning Customer Complaints into LoyaltyChristophe PelletierThis document outlines a 5-step approach to turning customer complaints into loyalty. The steps are: 1) Review the current complaint situation; 2) Identify areas for improvement; 3) Define actions and procedures; 4) Implement the plan; and 5) Follow up. The goal is to understand customer problems, avoid conflict, and find acceptable solutions in order to create conditions for future sales. Complaints contain valuable feedback and are an opportunity to improve and keep customers satisfied.
Sales collection business processRitecitThis document discusses the sales/collection business process, including how it fits within an enterprise's value system and value chain. It examines the typical events, resources, agents, and relationships involved in the revenue cycle using the REA accounting model. Finally, it provides examples of different types of queries that could be used to extract useful information from a database implementing this business process.
Alhuda CIBE - Presentation on Diminishing MusharakahAlhuda Centre of Islamic Banking & EconomicsThe document discusses Diminishing Musharakah, an Islamic financing structure used for home and asset financing. It provides an overview of the structure, including that it involves a joint ownership partnership between the bank and customer that diminishes as the customer gradually purchases the bank's share of the asset. The presentation outlines the basic transaction structure, applicable Shariah principles, documentation requirements, and provides an illustrative example of the financing process. It also addresses some frequently asked questions about Diminishing Musharakah and how it differs from conventional mortgages.
2. Подарунки
У дипломатичній протокольній практиці суттєве значення мають
подарунки (сувеніри), які символізують поглиблення і зміцнення дружби, є
вираженням вдячності, доброї волі, свідчать про бажання ближчих
стосунків. Даруючи щось, треба особливо пам’ятати, що значення
подарунка (сувеніра) залежить далеко не від його ціни, а від вмілого вибору.
Часто дорогі, нічим не обґрунтовані подарунки можуть викликати підозру
і замість користі спричинити зворотну реакцію. При добиранні і врученні
подарунків треба тонко враховувати можливі бажання чи захоплення
того, для кого він призначається.
3. Етикет подарунка
Уніфікованим подарунком можуть бути художні альбоми
(відомих картин, фотоальбоми), хоча достойні з них не е
дешевими; книги, але з обов’язковим урахуванням того, чи володіє
отримувач мовою, якою написана книжка. Добре сприймається як
подарунок, особливо з нагоди Нового року, пляшка хорошого вина
або якогось іншого національного напою. Коли одній і тій же особі
подарунки вручаються з року в рік, то особливо слід пам’ятати, що
дарувалося раніше, щоб уникнути повторення.
4. Подарунок чи сувенір
Подарунок чи сувенір у гарному упакуванні з візитною чи спеціальною
карткою вручається особисто чи пересилається, але дуже важливо, щоб
він надійшов до адресата своєчасно. Коли подарунок вручають вам
особисто, то, згідно з правилами хорошого тону, його рекомендується
розгорнути, оглянути, висловити своє задоволення і поставити на почесне
місце. Подарунок треба вміти не лише підібрати, а й прийняти.
5. Обмін подарунками
Одні подарунки нам подобаються, інші — ні, але слід завжди
пам’ятати, що подарунок є подарунок, і до нього, особливо в присутності
того, хто дарує, треба ставитися з відповідною увагою. Подарунки, які
вручаються з огляду на майбутню особисту вигоду того, хто дарує, краще
не приймати, якщо це навіть загрожує охолодженням або розірванням
стосунків, щоб потім не думати, як "відпрацьовувати" за нього. На жаль,
такий метод далеко не рідкісне явище в нинішньому житті.
Обмін подарунками відбувається під час перебування різнопланових
делегацій, здебільшого в кінцевій фазі візиту.
6. Квіти
Квіти можна надсилати перед прийомом, вручати під час нього або ж
надсилати як знак вдячності після прийому. До букета, як правило, додається
візитна або спеціальна картка. Якщо ви запрошені на прийом у вузькому колі,
наприклад, обід чи вечерю, то квіти можна надіслати заздалегідь з проханням
прийняти їх в очікуванні приємної зустрічі. Господиня прийому постарається
поставити ці квіти на видному місці. Якщо квіти вручаються особисто під
час прийому, то вони подаються чоловіком без обгортки "короною" догори.
Під час прийому одні дарують квіти, інші - ні, але вже сама участь у прийомі -
це свідчення поваги до господарів, і цього, в принципі, достатньо.
7. Поради щодо вручення квітів у
різних ситуаціях:
1. На вокзалах, в аеропортах квіти можна вручати в обгортці. Але варто
пам'ятати, що під час офіційних привітань і проводів квіти даруються - як і в
приміщенні - без обгорткового паперу.
2. Жінка, як правило, не вручає квітів чоловіку, за винятком ситуації, коли
вона хоче засвідчити особливу вдячність за щирість та допомогу.
3. Особам, які перебувають у лікарні, можна вручити букет квітів, але не
запашних.
4. Вручення квітів не виключає одночасного вручення й якогось іншого
подарунка, але квіти можуть заміняти будь-який подарунок.
5. Штучні квіти, навіть найгарніші, не варто використовувати для
декорування приміщень.